Terms and Conditions

1. Scope

These Terms and Conditions (“Terms”) apply to all services provided by Novia Services, owner Jonathan Novia, to business customers, self-employed persons and legal entities. They apply to consumers only to the extent permitted by mandatory law.

Individual quotations, service descriptions and order confirmations take precedence over these Terms in the event of a conflict. Customer terms apply only with Novia Services’ express written agreement.

2. Contract formation

Website content, price overviews and service descriptions are generally non-binding. A contract is formed in particular through acceptance of a quotation, written order confirmation or a clearly commissioned start of the services.

Unless stated otherwise, a quotation remains valid for 30 days.

3. Scope of services

The nature and scope of services are defined in the relevant quotation, order confirmation or other written agreement. Novia Services owes careful and professional performance, but no specific economic, technical, regulatory or commercial result unless expressly agreed in writing.

Additional services or changes to the agreed scope are charged separately following prior agreement.

Specific service areas

• Customer & Office Desk: Phone, email, WhatsApp, appointment and callback services are performed according to agreed instructions, scripts, time windows and escalation rules. Binding commitments on behalf of the client are made only with express authority.
• Digital & IT: Standard IT, organisational and user support. Specialised cybersecurity, managed-service, hosting or guaranteed recovery services are provided only if expressly agreed.
• Social Media & Content Creation: Novia Services handles planning, creation, editing, scheduling and/or publishing of content within the agreed scope. No specific reach, follower counts, leads, sales or other algorithm-dependent outcomes are owed or guaranteed. The client warrants that images, videos, music, trademarks, text and other content supplied by the client may lawfully be used. Advertising budgets, paid ads, influencer costs, licences and complex photo/video productions are included only if expressly agreed.
• Automotive: Organisational, administrative, digital and process-related support is distinct from safety-relevant repair, inspection, approval or specialist workshop services.
• Quality & Compliance: Regulatory releases, authority decisions and responsibilities reserved by law remain with the client unless expressly and legally validly agreed otherwise.

4. Client cooperation

The client provides the necessary information, access, documents, approvals and contacts in a timely manner and warrants that their use is lawful. Additional work caused by missing or delayed cooperation may be charged separately; deadlines are extended accordingly.

5. Prices, packages and expenses

The agreed prices apply. Unless stated otherwise, prices exclude any legally applicable VAT as well as agreed expenses, travel time, travel costs and third-party or licence costs.

Monthly hour packages may be invoiced in advance. Unused hours expire at the end of the relevant billing period unless a written carry-over has been agreed. Additional hours are charged following prior agreement.

6. Payment terms

Unless otherwise agreed, invoices are payable without deduction within 10 calendar days of the invoice date. After the due date, Novia Services may charge default interest of 5% per year plus reasonable reminder and collection costs to the extent permitted by law.

In the event of late payment, further services may be suspended after reasonable notice until payment has been received in full.

7. Deadlines and cancellations

Deadlines and delivery dates are binding only if expressly confirmed as binding. In cases of force majeure, illness, third-party outages or missing client cooperation, deadlines are extended appropriately.

For firmly reserved on-site appointments, workshops or substantial work slots, cancellations less than 24 hours before the start may be charged at up to 50%, and less than 12 hours before the start at up to 100% of the reserved time, if the capacity cannot be reassigned.

8. Complaints

The client reviews delivered work within a reasonable period and reports obvious defects as soon as possible. In the event of a justified complaint, Novia Services is first given the opportunity to remedy the issue. Mandatory statutory rights remain unaffected.

9. Confidentiality

Both parties keep confidential information confidential and use it solely for performance of the contract. Statutory disclosure obligations remain reserved. Additional confidentiality agreements may be concluded separately.

10. Data protection

Novia Services processes personal data in accordance with applicable Swiss data-protection law and the privacy policy. Where personal data is processed solely on behalf of the client, a separate data-processing agreement may be required.

11. Third parties and subcontractors

Novia Services may use suitable assistants, subcontractors or third-party providers where appropriate and compatible with confidentiality and data-protection obligations. No warranty is given for outages or changes to third-party systems and services beyond Novia Services’ control.

12. Data backup

Unless expressly agreed as a separate service, the client remains responsible for appropriate data backup, access management, recoverability and retention of its data. Agreed backup or office-continuity services are performed with due care but do not constitute an absolute guarantee of availability or recovery.

13. Intellectual property

Pre-existing methods, templates, concepts, know-how, tools and other rights of Novia Services remain with Novia Services. Following full payment, the client receives a non-exclusive, perpetual and worldwide right to use individually created deliverables for its own business purposes unless otherwise agreed.

The client’s name, logo or projects are used as references only with the client’s consent.

14. Liability

Novia Services is liable for losses caused intentionally or by gross negligence in accordance with statutory law. For direct losses caused by slight negligence, liability is — to the extent permitted by law — limited to the amount paid by the client for the affected assignment; for ongoing mandates, no more than the net fees paid during the three months preceding the damaging event.

To the extent permitted by law, liability for indirect or consequential losses, including lost profit, business interruption, lost orders or indirect data-related losses, is excluded. Mandatory statutory liability remains unaffected.

15. No legal, tax or fiduciary advice

Novia Services does not provide legal, tax, audit or fiduciary advice and does not perform legally protected or licensed professional services unless expressly carried out by appropriately qualified and authorised persons or third-party providers.

16. Term and termination

One-off assignments end when the agreed service has been completed. Unless otherwise agreed, ongoing monthly mandates may be terminated with 30 days’ notice to the end of a calendar month. The right to terminate immediately for good cause remains reserved.

17. Force majeure

Neither party is liable for delayed or impossible performance to the extent caused by events outside its reasonable control, including natural events, government measures, war, strikes, major technical infrastructure failures or widespread telecommunications and energy outages.

18. Changes to the Terms

New versions of these Terms apply to future assignments from the stated effective date. For contracts already in progress, the version incorporated when the contract was formed generally continues to apply unless the parties agree a change.

19. Severability

If any provision is wholly or partly invalid, the validity of the remaining provisions is unaffected. The applicable statutory provision replaces the invalid provision.

20. Governing law and jurisdiction

Swiss law applies to the extent a choice of law is permitted. For disputes with business customers, the registered place of business of Novia Services in the Canton of Aargau is the place of jurisdiction to the extent permitted by law. Mandatory statutory jurisdictions remain reserved.